Error when submitting

What is JotForm?

JotForm is a freeonline form builder which helps you create online forms without writing a single line of code.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.

Why do you not want to answer this thread?(Your answer will be sent to Jim and Aytekin)

Leah Cody

Asked on February 12, 2016 at 04:18 PM

Many of my participants are saying they are receiving errors when attempting to submit forms through your service. It is not restricted to just one form. Can you resolve this issue or identify what may be causing it? It is quite frustrating for my participants and I.

People get error and then re-submit, even when the form actually did save correctly. I'm ending up with people who submit the same form multiple times.

I do not see any other reports about the failing submissions, and my own forms seem to work fine at the moment.

Has this issue with errors on submit started today, or is it happening for your users over a longer time period?

Could you please let us know which of your forms is having this issue?

If the form is embedded on your website, please try embedding it with the iFrame embed method, and see if it helps resolve the issue. If the issue persists, please provide a link to the page where the form is embedded, so that we can check for possible issues that may be causing it.

Most of the complaints indicate that they either receive an error message on submission (which sometimes still actually submits to the form), or they get no error or confirmation email and it never gets into the form, or they get a real error and no submission is created.

I've been unable to identify any consistency to the errors.

Boris

Answered on February 17, 2016 at 12:40 PM

Thank you for providing the forms and more details about the errors. I see that the forms are 51686245056156 and 50964753086868.

I have cloned both of those forms into my account for initial testing, and they seem to be submitting fine from my account. My two clones are:

I understand that your forms are being actively used in your production environment, so I didn't want to possibly disrupt your workflow by making test submissions unannounced / without permission. May we make test submissions on your forms to see if we can detect or replicate the issue?

I also cloned your forms to test and was unable to reproduce any errors. The forms seem to be working properly in each browser I tried. I sent a test submission through your form and that went through without issue as well.

Unfortunately, we cannot account for all browsers and platforms. If you are able to find a way to reproduce the issue from someone who cannot complete the form(browser settings anything of that nature) we will be happy to have another look.

TSHP

Answered on February 18, 2016 at 09:51 AM

Here is another instance where the forms are behaving strangely. Just received 5 copies of the same submission on form:

How can a user submit a form 5 times at the same time? This is not the only instance of this, which you can see by the current multiple submissions. Can you identify anything about these users that may indicate why the form is behaving so strangely?

JotForm Support

david

Answered on February 18, 2016 at 11:33 AM

If the form lags or takes a bit to complete submission, the user might have pressed the submit button multiple times. The submissions do not look to have been replicated on our end.